crashes whenever i want to start !

[loisl34136762]

i just download the software and i want to work on a lyric video. i click composition, import , choose music and then i drag the file on the timeline and everytime it just crashes and shuts down the software by itself saying something error. i have reinstalled it to try again but it doesnt' work. any solution on this issue?

[Mylenium]

Nobody can tell you anything without exact system info or other technical details including possibly crash info, exact AE version, details about your files and so on. Just saying that it crashes is of no use to anyone.

Mylenium

[Guest]

Please show us the message that is displayed when you say "something error".

Make a picture and add it here or copy the message.

[loisl34136762]

its has a box pops opened says adobe after effects cc 2017.1 has stopped working

i clicked open the box and here are the info of the error: (it is in another language so i just translated it)

question event name : APPCRASH

software name : AfterFX,exe

                            14.1.0.57

time :                    5875e519

error name : atio6axx.dll

error mode : 6.14.10.11079

error time : 4ecdc6fa

special case no. : c0000005

                              0000000000ad72a0

other info :   1827

other info 2 : 182791fbd383e4c367402c90bde9b986

other info 3 : 4883

other info 4 : 4883e3d58274a7f4d8892cfc26c18938

I AM USING my PC , windows 7. thank you!

[Szalam]

What kind of music file are you using?

Try using the Adobe Media Encoder to transcode it to a WAV file.

If that doesn't work, uninstall, run the Adobe CC Cleaner, and then reinstall.

[Kevin-Monahan]

Hi LoisL,

Are you still facing this problem? If not, let us know how you solved it. If so, please let us know so we can assist you further.

Thanks,

Kevin